Perfect Pizzeria is the chain’s second largest franchise which is located in Southville, deep in southern Illinois. Although the business is successful, it is experiencing employee and managerial problems. These below descriptions diagnose the problems based on expectancy theory, which states that work effort of employee is directed towards behaviors that people believe will lead to desired outcomes (McShane and Travaglione 2007: 146) and further suggests possible solutions that might assist Perfect Pizzeria in overcoming those problems.
A low effort to performance expectancy is derived from the employee’s perceptions that their effort will result to a low performance. This can be seen in Perfect Pizzeria where there was no formalized training nor was there any systematic criterion for becoming a manager. This led to a low effort to performance expectancy as the managers doubted their capability to perform the duties as a manager effectively. Hence, the managers lacked the confidence and knowledge to take initiative in solving certain problem that arised during business operations. To further enhance the effort to performance expectancy, Perfect Pizzeria should establish new manager training systems and adequate coaching systems to ensure that they have the “necessary competencies, clear role perceptions& necessary resources to reach the desired level of performance.” (McShane and Travaglione 2007: 148). Furthermore, Perfect Pizzeria could monitor the performance of the new managers and continuously provide accurate feedback and only allow promotions of the managers when all the necessary criterions were met.
Additionally, night managers found it difficult to command and reprimand the other employees as they were most often the same age or younger than the other employees. Hence, night managers could not attain the respect from employees nor enforce appropriate business policies into practice. This resulted to a low effort to performance expectancy, as...
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